• Designed and structured end-to-end TO-BE processes for customer-centric workflows with a strong automation focus
  
• Conceptualized AI-ready data models for customer and subscription analytics, forming the foundation for predictive use cases (e.g., churn, upsell, retention)
  
• Defined and validated KPI logics and feature frameworks (including CLV, customer score, renewal probability) in close collaboration with Data Engineering and Data Science
  
• Translated complex business requirements into structured user stories, process models, and automation blueprints
  
• Drove cross-functional alignment between business units, IT, architecture, and external stakeholders
  
• Prioritized and structured requirements to guide the evolution of the overall system landscape
  
• Ensured functional integrity, completeness, and implementation feasibility across all defined processes
  

• Defined approximately 90% of all relevant future customer and sales processes, including clearly identified automation opportunities
  
• Delivered a comprehensive CRM requirements specification with over 90% functional coverage
  
• Developed a scalable, AI-enabled logic model for automated customer classification
  
• Established the functional and conceptual foundation for subsequent implementation and operational rollout phases

• Defined and prioritized business requirements for scalable, high-performance, and automated e-commerce platforms
  
• Led migration projects for existing online shops, ensuring business continuity and performance improvements
  
• Integrated and automated payment workflows, translation services, and live chat functionalities
  
• Designed business requirements for an AI-powered chat/support agent, including intent definition, training data structure, and human-in-the-loop escalation logic
  
• Defined KPIs to measure Agent AI performance (e.g., First Contact Resolution, Deflection Rate, Average Handling Time, Customer Satisfaction)
  
• Provided functional leadership for UX/UI design and conducted usability testing
  
• Coordinated closely with stakeholders, development teams, and external partners
  

• Modernized the user interface and significantly improved customer journey and navigation
  
• Accelerated product search performance by over 70% through optimized and automated workflows
  
• Increased overall platform performance by approximately 50%
  
• Successfully migrated a large-scale online shop with several thousand products
  
• Reduced manual support requests through the introduction of an AI-powered chat agent, increasing the self-service rate

• Defined and evolved the product vision and roadmap for the platform in a live operational environment
  
• Ensured stable platform operations while driving continuous functional enhancements
  
• Managed stakeholders across CPOs, MSPs, and eMobility providers
  
• Built and maintained a centralized program backlog to steer both Run and Change initiatives
  
• Led the functional design and governance of API integrations (including OCPI and OCPP)
  
• Designed and structured a scalable data model, identifying relevant data sources to enable AI-driven predictive maintenance use cases
  
• Aligned data flows, data quality standards, aggregation logic, and feature definitions in collaboration with Data Engineering and Architecture
  
• Designed and integrated an API-based B2B ticketing system
  
• Coordinated interfaces, data streams, prioritization logic, and escalation processes
  
• Partnered closely with Engineering and UX/UI to ensure user-centered platform evolution
  

• Implemented a fully integrated end-to-end process for platform and partner onboarding and integration
  
• Successfully delivered a scalable eMSP connectivity solution supporting multiple partners
  
• Built and deployed a secure ticketing system API enabling structured handling of end-customer requests
  
• Significantly improved transparency, traceability, and cross-team coordination in day-to-day platform operations

• Defined the product vision and steered feature development across the entire product lifecycle
  
• Structured business requirements and translated them into user stories and epics
  
• Prioritized and maintained the product backlog
  
• Collaborated closely with Engineering, UX/UI, and Architecture teams
  
• Conducted functional testing and formal feature acceptance
  
• Prepared go-live activities and ensured smooth transition into productive operations
  

• Successfully launched a new cloud-based CRM product
  
• Delivered native iOS and Android applications alongside a fully integrated web frontend
  
• Established a consistent user experience across all digital channels
  
• Created a stable functional foundation for continuous enhancement and scalable growth
  

• Supported Product Ownership for a B2C Customer Self-Care portal
  
• Analyzed and validated end-to-end sales and order processes for retail customers
  
• Created and maintained user stories with clear, testable acceptance criteria
  
• Conducted functional, usability, and user acceptance testing (UAT)
  
• Planned, coordinated, and documented test activities across releases
  
• Performed interface and API testing using Postman and SoapUI
  
• Analyzed performance bottlenecks in customer and order workflows
  
• Collaborated closely with onsite and nearshore teams to resolve defects, improve performance, and stabilize the platform
  
• Coordinated with business and IT stakeholders to ensure functional and technical quality standards
  

• Successfully delivered and launched a B2C Customer Self-Care portal
  
• Improved performance of core sales and order processes
  
• Increased solution stability and quality in live operations
  
• Ensured a consistent and user-friendly B2C customer experience
  

• Acted as Product Owner in close alignment with the Chief Product Owner (CPO)
  
• Structured and prioritized business requirements for automated customer and service processes
  
• Translated requirements into user stories and actionable backlog items
  
• Collaborated closely with Engineering, UX/UI, and Architecture teams
  
• Ensured consistent user journeys and feature parity across the cross-platform solution
  
• Implemented and further developed ePay and eDunning applications as cloud-based services
  
• Conducted functional testing, formal acceptance, and coordinated onsite and nearshore teams
  

Key Achievements

• Successfully launched a B2C Customer Self-Care portal
  
• Automated core payment and dunning processes, increasing operational efficiency
  
• Delivered a consistent user experience across web and mobile channels
  
• Improved efficiency, usability, and adoption of digital customer processes
  

• Supported the functional development and expansion of a native mobile banking app (iOS / Android)
  
• Took responsibility as Epic-level Business Analyst for capturing, structuring, and documenting business requirements
  
• Prepared and refined user stories in close collaboration with Product Owners
  
• Worked within a scaled agile (SAFe) setup involving multiple cross-functional development teams
  
• Coordinated with internal and external stakeholders in a cross-country delivery model
  
• Closely aligned with the UX/UI Customer Experience Lab to synchronize user feedback and design iterations
  
• Ensured feature parity between iOS and Android applications while respecting native platform principles
  
• Supported test automation initiatives, including device and OS compatibility validation
  
• Synchronized feature scope and release timing between mobile apps and web frontend
  
• Validated interfaces and data flows using Postman and analyzed faulty processes
  

• Successfully advanced a multi-channel mobile and web banking solution
  
• Delivered consistent rollout of core end-customer features across platforms
  
• Improved release quality through structured test automation and quality assurance processes
  
• Harmonized feature sets and aligned release cycles across mobile and web channels
  
• Increased functional stability and overall product quality through structured requirements management and automation

• Development of new quality assurance strategies, definition of tools, quality gates, KPIs and reports for different projects of the programme
• Definition of methods and tools to detect the dependencies of cross-project delivery objects
• Definition of the scoring methods in order to measure quality and consistency check of the programme artefacts / deliverables
• Integration of quality assurance methods within the software delivery process

• Detailed analysis of as-is design of to-be processes based on requirements
• Assistance in the preparation and evaluation of RfQ
• Support in vendor selection process and negotiations

• Introduction of a new CRM system for business customers, support in the field of evaluation of CRM solutions. Evaluation of RFQ and vendor selection
• Evaluation, enhancement and creation of the application requirements & interface specifications for PeopleSoft CRM system
• Project plan & estimation calculation
• Requirement analysis and functional design for change requests
• Supporting vendor selection and negotiation process